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- Tasks: Lead and motivate a team to deliver exceptional customer service and meet performance targets.
- Company: Join a dynamic company focused on continuous improvement and exceptional customer experiences.
- Benefits: Enjoy family-friendly support, discounts, and 24/7 wellbeing services for you and your family.
- Why this job: Be part of a supportive culture that values personal development and wellbeing initiatives.
- Qualifications: Proven experience in customer service with strong coaching and leadership skills required.
- Other info: Work 3 days a week in the office at Milton Keynes, embracing new technologies.
The predicted salary is between 36000 - 60000 £ per year.
Milton Keynes, Magna Park /3 days per week in officeAre you passionate about leading teams and driving continuous improvement? We\’re looking for a dynamic and motivated Team Leader to join our Contact Centre. In this role, you\’ll be at the heart of delivering exceptional customer experiences by coaching and supporting a team of Advisors to meet key performance targets and deliver exceptional levels of customer service.About the role
- Lead and motivate a team of ACA Advisors to meet quality, productivity, and customer service goals.
- Coach and support team members using the Rewarding Skills process, providing daily performance feedback.
- Deliver performance targets aligned with business objectives.
- Communicate policies effectively and champion business values.
- Apply people policies consistently, including absence and performance management.
- Ensure completion of mandatory training across the team.
- Promote continuous improvement and support change initiatives.
- Collaborate across Customer Experience teams to drive consistency.
- Embrace new technologies and support others in their adoption.
- Provide real-time support and handle escalated customer queries when needed.
- Build, foster and maintain good working relationships with internal stakeholders and external Customers.
- Challenge unacceptable behaviours and foster a positive team culture that promotes health & wellbeing initiatives.
- Develop personal development plans and ensure targeted training for growth.
Genuine passion for wellbeing & creating a supportive workplace environment.
- Proven experience in a customer service environment with a passion for coaching and developing people.
- Strong decision-making, negotiation, and influencing skills.
- Ability to lead and motivate both self and others.
- Excellent communication and interpersonal skills.
- Confident in having difficult conversations when necessary.
- Highly customer-focused and professional.
- Resilient with a strong \”can-do\” attitude and ability to work under pressure
Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Discounts and offers – there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
- Supportive and generous company sick pay
- Your Wellbeing – you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It\’s free, and it\’s for everyone.
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Team Leader - Milton Keynes employer: Royal Mail
Contact Detail:
Royal Mail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - Milton Keynes
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to a Team Leader role in a contact centre. Understanding these metrics will help you demonstrate your ability to lead a team effectively and meet business objectives during interviews.
✨Tip Number 2
Showcase your coaching skills by preparing examples of how you've successfully developed team members in previous roles. Be ready to discuss specific situations where your guidance led to improved performance or customer satisfaction.
✨Tip Number 3
Research the company culture at StudySmarter and be prepared to discuss how your values align with theirs. Highlight your passion for wellbeing and creating a supportive workplace, as this is a key aspect of the role.
✨Tip Number 4
Prepare to discuss your experience with change management and how you've embraced new technologies in past roles. Being able to articulate your adaptability will show that you're ready to support continuous improvement initiatives.
We think you need these skills to ace Team Leader - Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in team leadership and customer service. Use specific examples that demonstrate your ability to coach and motivate others, as well as your success in meeting performance targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading teams and driving continuous improvement. Mention how your skills align with the company's values and how you can contribute to creating a supportive workplace environment.
Showcase Relevant Skills: Emphasise your decision-making, negotiation, and influencing skills in your application. Provide examples of how you've successfully handled difficult conversations or escalated customer queries in the past.
Highlight Continuous Improvement Initiatives: Discuss any previous experiences where you promoted continuous improvement or supported change initiatives within a team. This will show your potential employer that you are proactive and committed to enhancing team performance.
How to prepare for a job interview at Royal Mail
✨Show Your Leadership Skills
Be prepared to discuss your previous experience in leading teams. Share specific examples of how you've motivated team members and driven performance improvements, as this role heavily focuses on coaching and supporting Advisors.
✨Demonstrate Customer Focus
Since the position is centred around delivering exceptional customer experiences, be ready to talk about your approach to customer service. Highlight any instances where you successfully handled escalated queries or improved customer satisfaction.
✨Emphasise Continuous Improvement
Discuss your understanding of continuous improvement processes. Prepare to share examples of how you've implemented changes in previous roles that led to better team performance or customer service outcomes.
✨Prepare for Behavioural Questions
Expect questions that assess your decision-making and conflict resolution skills. Think of scenarios where you had to have difficult conversations or challenge unacceptable behaviours, and explain how you handled them effectively.
